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😃  Helpful Information - INTERNAL USE ONLY

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Our desktop support team provides customers with on campus and remote hardware and software support.

Support options include:

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Customers should bring their computers to LAITS to be evaluated for repair. If a hardware repair is required, LAITS typically relies on third-party to complete the repair. Exceptions may be made for simple repairs that do not require special tools and will reduce a customer's down-time.

See Computer Lifecycle /wiki/spaces/LAITS/pages/77238591 Procedures

Our hardware repair partners are:

  • Campus Computer Store 

    • Apple products are sent to the Campus Computer Store for repair since the store is recognized by Apple as a certified service provider. CCS is open normal hours at this time (Monday through Friday). 

  • Dell Support 
    • Dell machines can be repaired on-campus or at a users home by a Dell service technician.
    • Dell Pro Support chat is usually the best contact method since there is often a wait for their phone support.
      • Dell Warranty Support: 1-866-901-8629

LAITS Desktop support: 

  • Repair UT-owned Dell and Apple computers
    • Under warranty:
      • Apple: we drop off on behalf of customers at Campus Computer Store
      • Dell: Coordinate directly with Dell (Dell will dispatch or ship to LAITS or faculty offices)
    • Out of warranty:
      • Reasonable effort (free), refer to other services (not free)
      • We will recommend replacement parts, if possible
    • Non-Dell or non-Apple hardware: Apply reasonable effort
  • Back up data on computers before repair*
  • If available, provide a temporary loaner with standard software (within reason)
    • Note that some departments have their own loaner pool

LAITS Staff do not:

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Desktop support: 

Repair UT-owned Dell and Apple computers

    • Under warranty:

      • Apple: we drop off on behalf of customers at Campus Computer Store
      • Dell: Coordinate directly with Dell (Dell will dispatch or ship to LAITS or faculty offices)

    • Out of warranty:

      • Reasonable effort (free), refer to other services (not free)
      • We will recommend replacement parts, if possible
    • Non-Dell or non-Apple hardware: Apply reasonable effort
  • Verify data has been backed up on computers before repair
  • If available, provide a temporary loaner with standard software (within reason)
    • Note that some departments have their own loaner pool

See Computer Lifecycle /wiki/spaces/LAITS/pages/77238591 Procedures

Our hardware repair partners are:

  • Campus Computer Store 

    • Apple products are sent to the Campus Computer Store for repair since the store is recognized by Apple as a certified service provider. CCS is open normal hours at this time (Monday through Friday). 

  • Dell Support 
    • Dell machines can be repaired on-campus or at a users home by a Dell service technician.
    • Dell Pro Support chat is usually the best contact method since there is often a wait for their phone support.
      • Dell Warranty Support: 1-866-901-8629

LAITS Staff do not:

  • Repair non-UT-owned devices (such as personally-owned computers)
  • Repair mobile devices
  • Cover repair costs (department is responsible)

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See /wiki/spaces/LAITS/pages/77240676

Configure these services at the DOC using "reasonable effort" - see bottom section


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Personally-Owned Devices (??) Do we still work on these?

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If you are uncomfortable, JUST SAY NO!

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We do not...

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Notes

Configure these services at the DOC using "reasonable effort" - see bottom section

iOS (iPhone, iPad, iPod, Apple TV) and Android devices:

  • Configure Duo app for UT
  • Log into UTBox app
  • UT Wifi ("utexas")
  • UT email (Austin only) - exchange
    • iOS - Outlook app only
    • Android - Outlook app only


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LAITS staff do not:

  • Support personally-owned:
    • printers
    • scanners
    • external hard drives
    • other devices not listed in the "we do" column
  • Update or upgrade the OS on any personally-owned devices
  • Provide support other than in-person at a DOC
  • Recycle, surplus, or dispose of personally-owned devices
  • Accept donated personal devices for use in UT operations
  • Disassemble, modify, or repair personal devices
    • They can borrow our tools, if they stay at an open DOC window
  • Take possession of personal devices - owners must stay with the device at all times
  • Recover Data
  • Backup personal data
  • Connect personal devices to LAITS-managed campus printers (PrintNightmare is an ongoing risk if client machines are unpatched)


Internal Staff Notes

*Compatibility with default mail apps is limited.


Resources for repair of personal devices:

  • Apple store
  • Campus Computer Store
  • Elite Computer
  • IT Data Recovery
  • Discount Electronics
  • Vendors:
    • Toshiba
    • Lenovo
    • Dell

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Internal staff Notes

*Refer to the Desktop Engineering Service Definition for additional information about print management. Note that installation of network printers requires actions by both the Network team and Desktop Engineering teams.

Significant installation delays may occur if we're not notified of a new MFP printer delivery at least two weeks ahead of time.

**Some departments have historically received limited accounting, print code, address book, and restriction services. If requested, refer to management to see whether this will continue.


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Software

Standard Software Support

  • Install standard software on each computer
  • Patch and update a limited set of software (more details here)
  • Assist with UTBackup installation
  • Install non-standard software as requested
    • Apply "reasonable effort" to non-standard software*

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  • Support software and applications, even Microsoft Office, beyond a "reasonable effort"
  • Install software outside of the terms of service:
    • no unlimited re-installation of trial software
    • no terminal servers for circumventing licensing agreements
    • no other methods to circumvent licensing agreements
  • Escalate support issues to external software vendors
  • Offer software training
  • Maintain software licenses, installation media, or keys (more details here)
  • iCloud
  • Time Machine Backup - UTBackup is free and supported
  • App Store
  • Manage requests for software in Student Computer Labs (Student Labs) or Classrooms- refer to DE
  • Support non-LAITS (CNS/NASC, PHAR, ENGR) computers - if it's not our image, we can't help

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Internal staff Notes

*For example, we'll work to figure out why your Outlook calendar isn't syncing, but we will spend a limited time on Thunderbird calendars

Refer to the Desktop Engineering Service Definition for more details on software, including updates and patching.



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Operating System Support

LAITS Staff installs and supports the operating systems for macOS and Windows

  • Install and support macOS*
  • Install and support Windows*
  • Provide a Windows .iso file for self-installation of a local virtual machine**
    • Parallels
    • Virtualbox
    • VMWare fusion
  • Upgrade UT-owned computers to the recommended operating system upon request

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Internal staff Notes

*Refer to the Desktop Engineering Service Definition for more details on supported operating systems, including minimum supported OS versions and exceptions

**We can recommend and point the customer to the various products that are available for use to run a VM.

***Linux servers are part of the Server Service Definition


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Office Move Support

LAITS staff can assist with creating work tickets and reconnecting computers, printers and phones faculty members changes offices. 

  • Reconnect computing equipment when a faculty member moves offices*
  • Carry or transport equipment between close locations on behalf of faculty*
  • update CLAIM when we have helped facilitate an office move
  • create tickets for office moves
  • Move Template.xlsx


LAITS staff do not:

  • Relocate 3 or more people at a time (a fee may be charged)
  • If many people need to move and can be staggered, they can request over a few days/weeks

Internal staff Notes

*use reasonable effort

Are Dept admin or LAITS responsible to update computer locations in DEFINE?

Office Move Information Request Template

Employee Access

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Onboarding of

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  • Upon request, remove access to LAITS-managed systems
  • Wipe and prepare computers for reassignment*
    • Equipment will be returned to the department until it is assigned to a new person
  • Coordinate EML entitlement extensions via ITS. Retirees will have access to mail 30 days after their last day at UT. LAITS can coordinate an extension through ITS, if needed. ITS request form is here

LAITS staff do not:

  • Disable EIDs (we will contact ISO to do so if necessary)
  • Proactively track departing employees (departments must notify us)
  • Permanently grant or extend access to mailboxes for retirees/terminated employees
  • Set out of office reply for departed employees - Contact ISO
  • Recover UTBox files from personal UTBox accounts - contact ISO

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Internal staff Notes

*Departments must return computers of departing employees to us for processing before reassigning to another person.

  • Failure to do so could result in data loss or security risks
  • Also a good opportunity to image with the newest software (it's otherwise inconvenient)

Onboarding of New Employees

  • Given 5 business days' notice, configure and deploy computers to new faculty and staff on (or near) their first day
    • We must have the computer 5 business days ahead of time*
      • New computer purchases should be made at least 4 weeks ahead of start date for employee
      • We prefer to contact incoming employees directly for scheduling deployments
        • get personal email/phone from supervisor
    • Install non-standard software prior to deployment, if the software is provided ahead of time
  • Group deployments of computers if more than 5 people are starting on the same day
  • Deploy computers with standard software

Day of the deployment

LAITS staff do not: 

  • Purchase new equipment (see Purchasing New Computers section of this page)
  • Grant permission to: (during deployment)*
    • Mainframe (we install application only)
    • departmental UTBox shares
    • shared calendars
    • mailing lists
  • Connect to personal stuff:
    • Dropbox
    • email
    • cozi family calendar
  • Transfer data from a non-UT-owned computer
  • Deploy large orders (5+) immediately upon receipt. The Generations program should be used for bulk orders
  • Create @austin.utexas.edu email address (this happens automatically on the first day)

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Internal staff Notes

*If a deployment for a new employee is requested with less than 5 business days' notice, you should set the expected date for deployment with the initial requester. We can provide a loaner in the interim.

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New Employees

  • Given 5 business days' notice, configure and deploy computers to new faculty and staff on (or near) their first day
    • We must have the computer 5 business days ahead of time*
      • New computer purchases should be made at least 4 weeks ahead of start date for employee
      • We prefer to contact incoming employees directly for scheduling deployments
        • get personal email/phone from supervisor
    • Install non-standard software prior to deployment, if the software is provided ahead of time
  • Group deployments of computers if more than 5 people are starting on the same day
  • Deploy computers with standard software

Day of the deployment


LAITS staff do not: 

  • Purchase new equipment (see Purchasing New Computers section of this page)
  • Grant permission to: (during deployment)*
    • Mainframe (we install application only)
    • departmental UTBox shares
    • shared calendars
    • mailing lists
  • Connect to personal stuff:
    • Dropbox
    • email
    • cozi family calendar
  • Transfer data from a non-UT-owned computer
  • Deploy large orders (5+) immediately upon receipt. The Generations program should be used for bulk orders
  • Create @austin.utexas.edu email address (this happens automatically on the first day)


Internal staff Notes

*If a deployment for a new employee is requested with less than 5 business days' notice, you should set the expected date for deployment with the initial requester. We can provide a loaner in the interim.

**We do have permission to some of these items, but are not primarily responsible for managing access. We have permission as a backup only




Offboarding of Employees 

  • Upon request, remove access to LAITS-managed systems
  • Wipe and prepare computers for reassignment*
    • Equipment will be returned to the department until it is assigned to a new person
  • Coordinate EML entitlement extensions via ITS. Retirees will have access to mail 30 days after their last day at UT. LAITS can coordinate an extension through ITS, if needed. ITS request form is here


LAITS staff do not:

  • Disable EIDs (we will contact ISO to do so if necessary)
  • Proactively track departing employees (departments must notify us)
  • Permanently grant or extend access to mailboxes for retirees/terminated employees
  • Set out of office reply for departed employees - Contact ISO
  • Recover UTBox files from personal UTBox accounts - contact ISO

Internal staff Notes

*Departments must return computers of departing employees to us for processing before reassigning to another person.

  • Failure to do so could result in data loss or security risks
  • Also a good opportunity to image with the newest software (it's otherwise inconvenient)


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Classrooms and Student Lab Services

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